Artificial Intelligence (AI) is a big deal. IDC predicts widespread adoption of AI across multiple industries, with worldwide revenues increasing from “nearly $8.0 billion in 2016 to more than $47 billion in 2020,” according to a prediction from IDC. And AI has arrived for integration solutions. Here’s why.
AI and the digital revolution
The growing interest in AI comes at a time when many businesses are transforming their organizational processes and models to leverage the latest technological capabilities – a process known as digital transformation. This shift aims to create more agile, innovative, efficient, data-driven and people-centric companies that deliver the best possible customer experiences. By integrating AI into this approach, businesses seek to not only automate digital processes but also to gain valuable insights from their data. This data can be used to identify new market opportunities and predict customer requirements.
So AI is a powerful tool for shaping and delivering an excellent customer experience. But its impact doesn’t need to be limited to the largest multinational corporations with huge budgets and specialist teams. Companies of all sizes can benefit from AI.
AI through cognitive integration
With App Connect, IBM’s cloud-based application integration solution, your business can add cognitive capabilities to your data flows in just a few clicks. App Connect features a no-code approach and intuitive Designer UI so you can integrate applications and build powerful data flows which can be exposed as APIs. By adding AI to this process, your business can quickly and effectively harness the extensive capabilities within IBM Watson to analyze data and automatically feed critical business applications.
While other software vendors will likely develop the ability to deliver cognitive capability within their applications, few are presently able to do so. By contrast, App Connect users can currently take advantage of the following cognitive connectors to Watson:
Watson Tone Analyzer: uses linguistic analysis to detect emotional, social, and language tones in written text
Watson Retrieve and Rank: can surface the most relevant information from a collection of documents
Watson Language Translator: uses Watson to translate text from one language to another
Watson Natural Language Classifier: helps your application understand the language of short texts, and make predictions about how to handle them
IBM Watson Campaign Automation: helps manage email marketing and lead-generation activities
Applying AI through integration
In practice, these connectors result in a variety of compelling use cases. I’ll use Watson Tone Analyzer as an example. By analyzing the tone a customer takes when sending a message through Salesforce Service Cloud, App Connect can apply conditional logic to determine what action to take next. If the customer uses particularly positive language, App Connect could prompt Survey Monkey to send the customer a feedback survey.
But if Watson determines the tone is particularly negative, App Connect could instruct Salesforce to find the customer’s account manager and alert them through MessageHub, suggesting they contact the customer to resolve the issue. To give the account manager adequate information to resolve the customer’s problem, App Connect could even supplement existing company data using Lucy, the cognitive enrichment service built on IBM Watson.
In this case, by using Watson Tone Analyzer connector as part of an App Connect integration flow, the user saves the time it would have taken to manually process customer requests. More critically, the customer receives a positive experience because they got hands-on resolution from an informed account manager.
Want to see this capability in action? Watch this video for to see how this capability can be used to build a powerful integration flow to solve a similar use case:
For more information about how IBM App Connect and Watson enable users to drive greater efficiency and an excellent customer experience through a deeper understanding of their data, click here.
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